Our return policy lasts 14 days. If 14 days have passed since the delivery of your order, unfortunately we cannot offer you a refund or exchange.
Exchanges are allowed only once. Any additional exchange will be at your own expense.
Return shipping costs are not covered by Nutravexo. Customers are responsible for paying return shipping fees.
If you receive a damaged or defective item, we will exchange it at our expense or issue a full refund.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in its original packaging.
Several types of products cannot be returned, including perishable goods such as food, flowers, or magazines. We also do not accept returns for intimate or sanitary products, hazardous materials, or flammable liquids or gases.
Non-returnable items include:
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Gift cards
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Downloadable software
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Certain health and personal care products
To request a return, you must provide a receipt or proof of purchase. Please email us with the subject line “Return Request” at support@nutravexo.com.
Partial refunds may be granted in certain cases, including:
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Books with obvious signs of use
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Opened CDs, DVDs, VHS tapes, software, video games, cassettes, or vinyl records
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Any item not in its original condition, damaged, or missing parts for reasons not due to our error
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Any item returned more than 15 days after delivery
Non-Return Policy for Underwear, Swimwear, Intimate Products, Opened Cosmetics, and Sensitive Products
For hygiene and safety reasons, we do not accept returns or exchanges for underwear, bras, swimwear, intimate products, opened or used cosmetic products, or other sensitive items. These items are non-exchangeable and non-refundable.
Available Options
Exchange: If you need a different size or model, we can send you the requested item. The delivery fee for this exchange will be at your expense. You may keep the original item.
Partial Refund: If you prefer not to keep the item, we may issue a partial refund minus the following delivery and handling fees:
£15 to £20 for one item
£25 to £35 for three items
Opened Products
For hygiene and safety reasons, opened or used cosmetic products or other sensitive products cannot be returned.
However, we accept returns for opened products in the following cases:
Defective or damaged product: If the product arrives damaged, please contact us within 7 days with photos of the product and packaging.
Order error: If you receive the wrong product or the wrong shade, we will replace the product or issue a refund.
Return Process
Contact our customer service team with your order number and a description of the issue.
Wait for our approval before sending the product back. Any unauthorised return will be refused.
Once your return is approved, follow the instructions provided to return the product. Return shipping costs are the customer’s responsibility, except in cases of defective products or order errors.
Refunds
Once we receive and inspect your returned item, we will send you an email confirming that we have received it. We will also notify you whether your refund request has been approved or rejected.
If approved, your refund will be processed and automatically credited to your original payment method within 24 hours.
Refunds in Case of Delivery Delay
Delivery times may be affected by external factors or force majeure. A delivery delay of less than 30 days does not qualify for a refund. Once this period has passed, you may submit a refund request.
Order Cancellation
Cancellation requests are accepted only if the order has not yet been processed or shipped.
If a paid order is cancelled, a 10% transaction fee will automatically be deducted from the refunded amount. This fee covers banking and administrative costs related to payment processing.
If the order has already been shipped, it can no longer be cancelled. However, you may request a return once the parcel has been received, according to our return policy.
Refunds After Order Shipment
To be eligible for a refund after shipment, you must wait until you receive your parcel and return it to the return address provided by our customer service team.
Refunds in Case of Incorrect Address
Nutravexo is not responsible for lost parcels if you provided an incorrect shipping address and the parcel has already been shipped. In this case, no refund request will be accepted.
Refunds for Parcels Returned Due to:
Incorrect or incomplete address provided by the customer
Customer absence during delivery
Failure to collect the parcel from the post office or delivery point within the required time
If you were not present during delivery or the delivery company could not deliver your parcel, a notice may be left or you may be contacted by email to collect your parcel from the nearest delivery point. If the collection deadline passes and the parcel is returned, reshipping fees will not be covered by Nutravexo and will be the customer’s responsibility.
If the customer refuses to pay the reshipping fees and requests a refund instead, a £15 processing fee will automatically be deducted from the refunded amount to cover administrative and logistics costs.
Late or Missing Refunds
If you have not received your refund yet, please first check your bank account again.
Then contact your bank or payment provider. There is often a processing delay before a refund appears.
If you have completed these steps and still have not received your refund, please contact us at support@nutravexo.com.
Return Shipping Costs
You are responsible for paying your own shipping costs when returning your item.
Return Address
Please contact us so we can provide you with the nearest return address in the UK. Do not send the product back to the address shown on the package.
For any additional questions, please contact our customer service team by email at: